Note: The job is a remote job and is open to candidates in USA. Intertek is a provider of quality and safety solutions, and its Alchemy team is seeking an Account Manager to manage post-sale relationships with medium to large customer accounts. The role focuses on customer adoption, product success, value realization, retention, and organic growth through strategic guidance, business reviews, and cross-functional collaboration.
Responsibilities
- Manage a portfolio of customers at scale, delivering proactive guidance, adoption support, and value realization across multiple accounts simultaneously
- Demonstrate a strong understanding of SaaS platforms, customer workflows, integrations, and product capabilities to effectively guide customers on adoption and best practices
- Translate customer business requirements into product recommendations, troubleshoot common platform queries, and collaborate with cross-functional teams to drive successful outcomes
- Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to showcase value realization, align on business objectives, review adoption metrics, and identify opportunities to drive customer outcomes and growth
- Build customer champions and advocates to ensure clients can articulate and understand the value Intertek Alchemy is driving to their business
- Leverage customer health data, product adoption insights, and consumption metrics to proactively identify risks, drive recommendations, and improve customer outcomes
- Develop a deep understanding of customer business objectives, industry trends, competitors and market dynamics to identify opportunities for value realization, expansion, and strategic growth
- Identify and close opportunities to cultivate organic sales within assigned accounts
- Assist with the implementation of Alchemy products and services
- Handle escalated customer concerns and account issues
- Partner with internal resources to proactively identify opportunities or issues that drive customer retention
Skills
- Bachelor's degree (B.A.) or a minimum of 4+ years of Account Management, Customer Success Management, and/or Client Relation Management experience with renewal and organic growth responsibilities
- Ability to analyze customer's usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions
- Proven experience building and maintaining strong relationships with large and small organizations with multiple stakeholders
- Ability to explain complex technical concepts in business-friendly terms to customers
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
- Proven track record of driving revenue growth through identifying and converting upsell opportunities
- Ability to work autonomously under pressure
- Ability to travel 25%
- This is a remote position; however, applicants must reside in and be able to legally work in the United States
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k) with company match
- Generous vacation / sick time (PTO)
- Tuition reimbursement
- Remote position
Company Overview